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Dan Shetabi

Joined Jul 19, 2022

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Last activity Jun 11, 2024

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ACTIVITY OVERVIEW

Latest activity by Dan Shetabi

Dan Shetabi created a post,

Post Developer - Zendesk SDKs
 
We are experiencing a problem with the Chat SDK on Android where users try to start a new chat but are instead shown an old ended chat, if an agent ended the previous chat. We can also see the issue in the demo app, although we had to modify the demo so that the chat starts on a button press rather than in onCreate.  The sequence of events is:
  • user starts chat and goes through pre-chat questions
  • chat begins
  • agent ends chat from the agent workspace
  • user sees 'chat ended' message and closes chat
  • user taps button to start new chat
  • user goes through pre-chat questions
  • user sees 'chat ended' message and is unable to type a message
In the demo app a new chat is added to the queue at this point but the user can't see it until they close and reopen the chat.  In our own app no chat is added to the queue, but we are using the answer bot and handing over to chat from there, so it's slightly different.  In both the demo app and our own app the user sees the 'chat ended' message when trying to start a new chat.If the user hard closes and reopen the app, the user can start a new chat as expected.  Also, if the user ends the chat themselves, new chats start afterwards as expected.  This only seems to happen when the agent ends the chat, and only on Android.

Posted Jan 26, 2024 · Dan Shetabi

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Dan Shetabi commented,

Community comment Developer - Zendesk SDKs

Thanks Tipene Hughes. We have our Web widget (Classic) working correctly. The issue we are having is the answer bot in our mobile app using a mobile SDK with Support SDK. The experience we are seeing is that the answer bot is asking if we would like to ask a question but then straight away stating 'or you get in touch" before giving the customer a chance to even ask a question. The documentation states it should only offer that option once it has suggested an article however this is not what we are seeing with our implementation or with the Zendesk example app. 

View comment · Posted Dec 05, 2023 · Dan Shetabi

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Dan Shetabi created a post,

Post Developer - Zendesk SDKs

Hi, I'm hoping someone can help with a question about configuring the Answer Bot in the Unified SDK (we aren't able to use the new SDKs at the moment).  The docs suggest that Answer Bot will suggest an article first, and then only hand over to chat or support if the user doesn't find a helpful article.  That's the behaviour we want.  What we are seeing is the Answer Bot asking if we have a question but then adding 'Or you can get in touch' immediately, with the option to hand over to chat/support without asking a question first.   The Zendesk example app seems to behave this way too.  Does anyone know if there is an SDK configuration setting or some configuration within the Admin Center that might change this behaviour, and enforce asking a question first?

Posted Dec 01, 2023 · Dan Shetabi

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Dan Shetabi commented,

Community comment Feedback - Chat and Messaging (Chat)

This is very disappointing. I like many others would like to see exactly where it stated that Flow Builder was going to be a metered function in the future. I do not recall this and have can not find it anywhere. 

I find it very hard to believe that you have made this change due to feedback that resolutions are hard to predict. It seems to me that it is more likely that your current options did not drive very high positive resolutions and therefore you needed a way to make more money. So now you are looking to charge when a bot/flowbuilder doesn't hep a customer but simply just suggests something.

1000 MAUs is crazy low, you would use that on a simple article bot trigger set up in your auto replies to tickets within a day or two. 

I hope that you listen to your customers and re think this approach. I feel if you do not, you may start noticing a real hit to your renewal rates

View comment · Posted Mar 27, 2023 · Dan Shetabi

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